Customer Bliss
AUGUST 23, 2018
He had to think about how his team was currently serving him and what would be beneficial moving forward: Look at your roadmap and see who’s needed to execute what. By looking at the customer roadmap, Anand was able to better determine who could help him deliver on the work that needed to be done. Recruit deliberately.
Gainsight
JUNE 11, 2021
The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic.
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Gainsight
SEPTEMBER 15, 2022
They can even tell you when a customer is optimally ready for expansions, upsells, and cross-sells. Data provides the trigger for your Customer Success organization to execute on those opportunity. That is an excellent metric to concentrate on. It very often demands some type of additional functionality—your users.
Customer Bliss
OCTOBER 24, 2017
In this episode, Anahita Reilly walks us through her customer experience maturity map and actions to unite the leadership team, map the customer journey and drive transformation. Anahita Reilly is the Chief Customer Officer for the U.S. Use Human-Centered Design to Transform Your Customer Experience Methodology.
Wootric CX Blog
MARCH 15, 2020
For example, if a client calls customer support to request an extended payment plan, empower your support team to deviate from your standard policies and allow it. Jessica Pfeifer, Chief Customer Officer at Wootric, shared this recent story with our team: “I just had a customer reach out about putting their subscription on hold.
CX Journey
NOVEMBER 6, 2014
What This Means for VoC / CX In-house customer experience teams face a similar dilemma when deciding whether or not to hire a vendor or consultant and to what degree. Bear in mind that often the purchase of a consultant''s time comes equipped with their expert use of various VoC and CX tools. Does your team have an evangelist?
Gainsight
APRIL 14, 2022
But most companies have their CS Ops lead reporting to the CS leadership—Chief Customer Officer, VP of Customer Success—the COO or the CRO. . Here are some of the core functions and roles your CS Ops team will take on to help scale your org: Plan the roadmap for your CS practice. Where Do I Learn More about CS Ops?
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